Functional Consultant - Contact Center
C
CaylentContact center technology
Location: ARGENTINAFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations; 5+ years experience in analyzing call center interactions as a process discovery methodology for mining patterns in call center interactions.
- Required Skills
- SQLBusiness AnalysisJiraConfluence
Requirements
- Bring 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations.
- Have 5+ years of experience analyzing call center interactions as a process-discovery methodology.
- Have working knowledge of Amazon Connect or a comparable CCaaS platform such as Genesys, Avaya, Cisco, or NICE.
- Demonstrate the ability to write functional requirements, user stories, and acceptance criteria that engineering teams can build against.
- Know contact center KPIs and operations concepts, including AHT, containment, CSAT/NPS, SLA, and retention.
- Be able to facilitate workshops and manage stakeholders across business and technical audiences.
- Be proficient with requirements and diagramming tools such as Jira, Confluence, Lucidchart, Visio, or Figma.
- Have basic SQL or reporting-tool literacy.
- Be proficient with Microsoft Office tools, including Excel, Word, and PowerPoint.
- Preferred: exposure to conversational AI or self-service requirements, such as Amazon Lex or Amazon Q in Connect.
- Preferred: experience in government/public sector, healthcare, or financial services; consulting or client delivery; data visualization tools; Python; or AI tools.
Responsibilities
- Lead discovery workshops with customer stakeholders and document current-state processes, pain points, and target workflows.
- Translate business requirements into traceable functional requirements, user stories, and acceptance criteria.
- Map legacy contact center processes and platforms to Amazon Connect capabilities, identifying gaps and configuration needs.
- Maintain traceability between requirements, design decisions, implementation stories, and test cases.
- Analyze contact center KPIs and partner with engineering on customer profile, case, and analytics data requirements.
- Conduct call and chat quality reviews, mine interactions for undocumented processes, and report trends.
- Create AI agent scripts, call guides, and recommendations to improve self-service containment.
- Produce BRDs, process maps, UAT plans, and other project documentation.
- Facilitate UAT, triage defects and enhancement requests, and prioritize backlog items with stakeholders.
- Mentor junior consultants and contribute reusable discovery assets to the CXE practice.
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